EnCompass Is Hiring A Customer Success Manager

Customer Success Manager (French Speaking) 🇫🇷

This is a unique opportunity to join a rapidly expanding consulting practice within a high-growth, global FinTech/RegTech company specializing in KYC automation technology, trusted by major financial and professional service firms worldwide.

Initial Expectations 🚀

In the early phase, you will support the development of our French-speaking client portfolio by:

• Assisting the Sales team with pre-sales activities including discovery calls, product demos, and responding to prospect questions in French
• Collaborating with the Delivery Services team during client onboarding and implementation, providing bilingual support and communication
• Supporting existing Customer Success colleagues managing French-speaking client accounts

As your portfolio grows, you will transition into a full Customer Success Manager role, taking primary ownership of French-speaking accounts.

Key Activities 🎯

• Create strategic customer success account plans to enhance user adoption, engagement, and advocacy
• Identify opportunities to grow revenue through new MRR and Professional Services prospects
• Manage user training sessions and shadowing to ensure platform success
• Leverage data insights to optimize the customer platform experience via configuration, features, and roadmap enhancements
• Support customers in achieving KPIs, goals, and desired outcomes using the platform
• Act as the "voice of the customer" internally, advocating for issue resolution and new feature requests
• Lead internal initiatives to meet team KPIs such as CSAT, Adoption, Retention, and Value
• Maintain effective communication channels between customers and internal support teams

Skills, Knowledge, and Expertise 🔍

We seek a passionate and proven Customer Success Manager who has excelled in managing Tier 1 banking customer relationships. The ideal candidate:

• Is fluent in French — native or near-native, with strong communication skills in both French and English
• Has proven experience in Customer Success or Account Management within financial services or large banking institutions
• Has delivered engaging customer training both online and in-person
• Has experience working in a B2B SaaS environment, preferably in a global or distributed organization
• Possesses outstanding communication and relationship-building skills
• Can work independently and proactively

Desirable Qualifications 🌟

• Knowledge of Onboarding, KYC/AML procedures
• Experience in a global SaaS company

Location & Benefits 📍

We are flexible on location and open to hiring in our Glasgow or London offices. Our benefits include:

• Participation in our industry-leading share options scheme
• Private Medical Plan
• 20 days per year of Work From Anywhere policy
• Flexible-first working arrangements
• Enhanced annual, personal, and parental leave schemes
• Paid volunteering leave
• Employee recognition and support programs

Our Commitment to Diversity & Inclusion 🤝

We are dedicated to fostering an inclusive environment where everyone feels valued and empowered. We welcome applications from all backgrounds and abilities. If you need accommodations during the recruitment process, please let us know. Please note, we are not accepting agency CVs for this role.

About Encompass Corporation 🏢

Leveraging award-winning automation and comprehensive global data access, Encompass provides on-demand AML and KYC due diligence software to streamline compliance and client onboarding processes.